Beyond Data Cleansing: A Process-Oriented Approach to Improving Information Quality

摘要

Based on recent literature accounts, one could conclude that IT implementations do not automatically eliminate information quality (IQ) problems within organizations or business processes. Customer relationship management (CRM) software implementations are a good example. In a 2001 survey, only 35% of the surveyed managers concluded that CRM software met their expectations in the functional areas of marketing campaign management, call center management, and marketing analytics.